Description

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Carnegie Mellon University is a private, global research university that stands among the world's most renowned education institutions. With ground-breaking brain science, path-breaking performances, creative start-ups, big data, big ambitions, hands-on learning, and a whole lot of robots, CMU doesn't imagine the future, we invent it. If you're passionate about joining a community that challenges the curious to deliver work that matters, your journey starts here!

The Computing Services central IT department provides services that have strategic impact on university goals. We make service decisions based on interaction and valuable input from colleagues engaged in the education, research and administration efforts of the university. We are a learning organization and approach successes and mistakes as a learning experience to continually cultivate a culture of intelligent risk taking. We want to hire versatile team members who are inspired and passionate about their work. Join us and be part of a team committed to excellence, innovation, diversity, team and individual growth.

In this role, you will

Manage the service management program

Coordinate continual service improvement meetings between service managers, support centers, communication staff, and IT leadership

Manage transitions and changes to our service catalog

Facilitate OLA / SLA templates and renewals

Keep service owners and managers engaged in leading their services for operational excellence

Qualifications

Bachelor's degree or equivalent required; Master's degree preferred

At least 5 years of relevant work experience as a service management or ITSM professional

You understand service management principles and frameworks, as well as their practical applications in different environments.

You understand and can develop templates for reporting on service data, as well as service level and operating level agreements.

You will also lead projects related to service management adoption and assist with service management strategy and serve as the Service Catalog process manager.

You possesses excellent technical, problem solving, time management, communication and customer service skills.

You are a dedicated and positive individual who can who can work well independently but also thrives in a friendly and collegial team environment.

You have high standards for customer support, collaboration and accountability.

Carnegie Mellon University considers applicants for employment without regard to, and does not discriminate on the basis of, gender, race, protected veteran status, disability, or any other legally protected status.

Carnegie Mellon (www.cmu.edu) is a private, internationally ranked research university with programs in areas ranging from science, technology and business, to public policy, the humanities and the arts. More than 12,000 students in the university’s seven schools and colleges benefit from a small student-to-faculty ratio and an education characterized by its focus on creating and implementing solu...tions for real problems, interdisciplinary collaboration and innovation. A global university, Carnegie Mellon’s main campus in the United States is in Pittsburgh, Pa. It has campuses in California’s Silicon Valley and Qatar, and programs in Africa, Asia, Australia, Europe and Mexico.